A Brief Lesson in How HelpSTAR Works

The Old Fashion Help Desk:

This short section is designed to review the concepts from which HelpSTAR was developed, and to provide a basic understanding of the many terms used within the software.  The old-fashioned help desk is shown below:

Key Players & Concepts:

End Users

• Have problems
• Call dispatcher with their problems
• Sometimes, a message or note is left for the receptionist

Receptionist

• Receives calls and retrieves voicemails from end users
• Details problems on sticky note
• Places sticky notes on job board

Sticky Notes

• Details problems encountered by end users
• A new one is filled out every time an end user has a problem and is placed on the job board
• In HelpSTAR, sticky notes = Service Requests
• In HelpSTAR, Receptionist’s desk = In Dispatch
• In HelpSTAR, notes on the job board = In Queue

Job Board

• Centralized location for sticky notes
• Notes are removed as jobs are taken by Support Reps

Support Reps

• Provide technical support to the end users
• Review the job board and remove sticky notes when starting to work on problems
• In HelpSTAR this Service Request = In Service

The Concept Behind Queues

There were a few problems with the typical job board.  It was difficult for Support Reps to establish which tasks needed to be completed before others.

By establishing what is referred to as priority, tasks can be assessed and rated in the order that they should be completed.  In HelpSTAR, we use four levels of priority; Critical, High, Medium and Low.  The job board evolved to include these 4 tiers.  Four rows were added to the job board.  Now, notes were placed based on the urgency that the task needed to be completed.

Another problem with the initial job board was that Support Reps had to go through all the problems on the board to find tasks that they could work on.  When there were only a few tasks, this was not an issue.  However, when there were a hundred tasks, even with the addition of priority, it was still very inefficient.  To combat these inefficiencies, columns were added to the job board.  These columns helped to clarify which tasks were to be completed by which Support Rep.  In HelpSTAR, these columns are referred to as Support Rep Specific queues.

At this phase of the help desk’s evolution, Support Reps were able to see tasks that were assigned to them as well as the order with which they needed to be completed.

A drawback to assigning requests directly to Support Reps is that not all tasks are created equally.  Some problems may take several hours while some may require only a few minutes to resolve.  As a result, some reps become overwhelmed and backlogged. 

Some tasks can be completed by several different Support Reps because they have similar skill sets.  However, since tasks were being assigned to individuals and not to Support Reps of a shared skill set, some jobs were becoming delayed, even when another Support Rep may have been available to work on it.  To overcome this issue, help desks started to use generic, skill-based queues.  These queues or holding areas can be created based on skill set, skill levels, or even geographical areas.  Support Reps are then assigned to each queue based on their skill set and areas of responsibility.  Support Reps can be associated with multiple queues, allowing them access to all the tasks that they can work on.  This ensures that the first available Support Rep will be able to start work on the highest priority task.

Using this system, tasks are never stagnant and reps are never overwhelmed.  As tasks are completed, they are, as referred to, in HelpSTAR, as being closed.

Service Request Automation

• A new service request is created for each new activity or job performed by your help desk.

• Service requests, trouble tickets or work orders are the fundamental building block for all HelpSTAR activity.  They are equivalent to the sticky notes in the old-fashioned help desk.

Service Request Workflow

Service request workflow is the process whereby a service request flows through various stages of its life cycle, being appropriately prioritized, forwarded, scheduled as necessary, then resolved and closed.

An understanding of the service request workflow is crucial to understanding how HelpSTAR works. For this reason, we are going to spend some time looking at a workflow diagram and discussing how workflow relates to your real life usage of HelpSTAR.

In Dispatch

• All requests submitted by end users go directly to Dispatch. 
• Requests submitted by privileged users who do not have the Dispatch privilege or users who are unsure of the proper workflow also go directly to Dispatch. 
• HelpSTAR automatically re-assigns requests when a Support Rep is deleted from HelpSTAR. 
• The Dispatcher sets the priority, checks necessary details and forwards the request to the appropriate queue. 
• Requests which are “In Dispatch” can be compared to the sticky notes sitting on the receptionist’s desk in the old-fashioned help desk which were waiting to be prioritized and placed on the job board.

For more information please see Dispatch.

In Queue

• Requests which are waiting to be serviced by the next available Support Rep are referred to as being “In Queue”.  These requests are essentially waiting in line. 
• HelpSTAR’s auto-escalation will raise a request’s priority automatically based on how long it has been waiting. 
• The next available Support Rep selects the request from the top of the list. 
• By default, the top of the list shows the most critical and oldest request, which is the next request to be worked on. 
• The Support Rep can simply drag and drop the request into their “In Service”, when they are starting to work on it.
• When requests are waiting “In Queue”, it is comparable to the sticky notes waiting on the job board in the old-fashioned help desk.

For more information please see Manage Existing Organizational Hierarchy.

In Service

• When a Support Rep has taken the request from a queue, they assume responsibility for the task as well as the work required to complete it. 
• Here the Support Rep can update and work on the request. 
• When the issue has been resolved, the Support Rep can close the request. 
• If a Support Rep is unable to resolve the issue, it can be placed back “In Queue” for another Support Rep to resume the work.

For more information please see In Service.

Closed

• Once the Support Rep has completed the task or resolved the problem, the request is Closed.  HelpSTAR’s approval ratings allow you to gather feedback on the quality and timeliness of service from your end users.

Classic Workflow

• A typical service request flows through all of the states in a step-by-step fashion, which is designed to optimize the efficiency of a help desk.

Flexible Workflow

• HelpSTAR allows a request to bypass or repeat any state of workflow as the situation may dictate as shown below:

Tips and Best Practices

• To minimize distractions for your Support Reps, ensure that incoming phone calls to the help desk are handled by one or more dispatchers.
• For non-critical issues, end users should submit their own requests via email or the Web Portal. End users can call the help desk if they feel an issue is critical. If it is critical, the dispatcher can pass the request directly through to a rep.
• Ensure that your dispatcher(s) have clear guidelines regarding the routing and prioritization of requests.
• Analyze the skill sets of your support reps, and what kind of issues they will be resolving, before establishing your queues.
• If more than one Support Rep is assigned to a queue, encourage the reps to take a request out of queue and into service to work on the request. This means that the Support Rep is taking responsibility for the request. It also removes the request from the view of the other Support Reps.

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See Also:

Dispatch

Manage Existing Organizational Hierarchy

In Service